S ERVICE DESK ANALYST £31000 COMPETITIVE COMPANY BENEFITS EAST GRINSTEAD Bridge Recruitment are currently working with a well-established membership organisation who are dedicated to promoting and supporting leisure travel facilities across almost 2700 locations throughout the UK and Europe. They are seeking to recruit a Service Desk Analyst to join their growing team. PURPOSE OF ROLE: To provide assistance to all Head Office and Site based staff in a professional and customer-focused manner in line with customer needs, following defined processes and meeting service level agreements. KEY TASKS & ACCOUNTABILITIES: Record and prioritise all service requests into the Assyst service management tool, ensuring all relevant information is recorded accurately and in line with the incident management process. Provide user support for all hardware and software issues including incident resolution, installation\implementation and guidance\training. Monitor, manage and progress all service requests in an efficient and professional manner, restoring normal working service as quickly as possible. Escalate incidents to appropriate teams\individuals in line with the incident management process, ensuring users are informed of the progress of their requests. Log incidents with 3rd Party Suppliers and monitor their progress against SLA and, if required, escalate incidents using the pre-defined escalation process. Work individually and as a team to ensure that all individual and team KPIs are met. E Ensure that all user requests are resolved within agreed Service Levels. Major Incidents - work alongside the Service Desk Team Lead to provide regular user updates in line with the Major Incident process. Create procedure documents and update the Knowledge Base in line with defined processes. Assist with the implementation and support of projects as required. Represent the operational interests of users to IS staff. Keep up to date with the latest developments in desktop technologies, products and processes. REQUIRED SKILLS: At least 1 years experience of working on a busy Service Desk providing 1st and 2nd line support to at least 250 users Troubleshooting and resolving hardware, software and networking issues over the phone Experience of providing support for: Microsoft Windows 10 Active Directory Remote working Hardware builds/re-imaging Citrix virtual Desktops IP Telephony ESSENTIAL SKILLS & EXPERIENCE: Service Level Agreements Individual and Team performance targets Good communication and excellent customer facing skills Proactive, excellent organisation and timekeeping skills Flexible, enthusiastic and self-motivated Well-developed problem solving skills Good team player but also able to work on own initiative Quick learner, ability to follow documented procedures Able to cope with a busy Service Desk working under pressure Good all round hardware and software knowledge